Results 161 to 170 of about 280,591 (189)

Key issues surrounding virtual chat reference model

Reference Services Review, 2009
PurposeThe purpose of this study is to investigate the use of co‐browse in live chat, customers' question types, referral to subject experts, and patrons' usage patterns as experienced in the virtual reference (VR) chat reference services at Texas A&M University Libraries.Design/methodology/approachChat transcripts from 2005 to 2007 were sampled ...
Gang (Gary) Wan, Dennis Clark, John Fullerton, Gail Macmillan, Deva E. Reddy, Jane Stephens, Daniel Xiao   +6 more
openaire   +1 more source

The Chat Reference Interview: Practicalities and Advice

The Reference Librarian, 2005
SUMMARY The popularity of chat reference services is evident, as seen from participation by libraries of all types and sizes. Librarians have long been taught and honed skills to assist the patron in face-to-face reference interviews, but this new medium has forced librarians to rethink those skills.
Tammy Bobrowsky, Lynne Beck, Malaika Grant   +2 more
openaire   +1 more source

Repeat Users of Chat Reference: An Exploratory Study

The Reference Librarian, 2021
Libraries have long used patrons’ willingness to return as a metric for assessing reference services, but have not measured actual return rates for this service.
openaire   +1 more source

Interpreting Library Chat Reference Service Transactions

The Reference Librarian, 2019
This paper discusses live chat instances as patron participatory learning interactions in a medium-sized non-Western university library.
openaire   +1 more source

Instruction via chat reference: does co‐browse help?

Reference Services Review, 2006
PurposeThe purpose of this research is to determine whether instruction would be welcomed by instant messaging (IM)/chat users, whether instruction is possible in this medium, whether it can be effectively provided, and if the use of co‐browsing enhances learning.Design/methodology/approachTwo studies were conducted in which IM/chat reference ...
Stephanie J. Graves, Christina M. Desai
openaire   +1 more source

Data Mining Virtual Reference Chats

2017
From surveying the literature, most chat transcript analysis for academic libraries has been based on sampling. This project departs from that approach. Three years of raw data (15,441 chat transcripts) from LibraryH3lp was examined to better understand user experience.
openaire   +1 more source

E‐mail and chat reference: assessing patron satisfaction

Reference Services Review, 2004
In fall 2002, Illinois State University librarians surveyed their e‐mail and chat reference patrons to determine how they feel about the services and how the services might be improved. The survey also attempted to identify the extent to which the services are used in conjunction with more traditional reference venues.
Bruce Stoffel, Toni Tucker
openaire   +1 more source

Detecting Implicit References in Chats Using Semantics

2013
Chat conversations with multiple participants are widely used in solving a wide range of CSCL tasks. One of the reasons for their success is that they encourage multiple conversation threads to exist in parallel, thus allowing multiple topics and ideas to be debated at the same time.
Traian Rebedea, Gabriel-Marius Gutu
openaire   +1 more source

Chat reference: evaluating customer service and IL instruction

Reference Services Review, 2019
Purpose Reflecting on the new ACRL Framework, a deficiency was observed in literature on the assessment of information literacy instruction in chat reference. An evaluation of recent chat transactions was undertaken and the purpose of the study was twofold.
Julie Hunter, Samantha Kannegiser, Jessica Kiebler, Dina Meky   +3 more
openaire   +1 more source

Live Reference Chat from a Customer Service Perspective

Internet Reference Services Quarterly, 2003
SUMMARY Suffolk Cooperative Library System has been constructing a digital reference infrastructure predicated on the question “How will this work at the point of service?” In 2000, Suffolk added a live chat reference service in order to better assist patrons at the digital point of service.
openaire   +1 more source